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The Forsta ACE Awards.
Recognizing excellence in CX & EX

The 2021 ACE Awards winners announced.

ACE Awards Overview 

The ACE Award recognizes exceptional Customer Experience and Employee Experience programs 

The ACE (Achievement in Customer Excellence) Awards program has been running since 2005. Businesses that receive a Forsta ACE Award are honored for their rigorous application of Customer Experience best practices and their outstanding performance as measured by those practices. 

The award shows the world your organization’s commitment to listening to the Voice of the Customer and Voice of the Employee, and driving change that will deliver world-class customer and employee experience. 

If you have any questions about your submission, please contact the ACE Awards team at ACEAwards@forsta.com

Categories 

There are six categories in the Forsta ACE Awards. Please select the category below to find out more.
Digital Success

A digital approach is at the heart of a successful CX program. If you have taken your initiative to the next level, capturing feedback from customers through channels that enhance the digital experience, tell us about it. From web experience to app-based approaches, this is the place to share your digital successes. 

Innovation

This category recognizes businesses that are using innovative approaches in their programs. That may be making use of new data collection techniques, or using mobile or text analytics capabilities to derive new insights. It could also be using innovative analysis to give richer insights and really understand the needs of internal stakeholder groups. Or developing innovative communications – reports, dashboards, and alerts that truly act as a catalyst for change. 

Overall Business Impact

If you’ve got the metrics, this is the category for you. The aim of any program is to improve and grow your organization, but many programs still focus on data collection that frustrates customers, reduces response rates and presents a lost opportunity for the business. Can you really demonstrate that Voice of the Customer is driving business change? Tell us how you are using insights from your program to increase revenue, reduce costs or deliver cultural change across the company. The judges are looking for clear examples of how your program is improving your business – and the bottom line. 

Employee Experience

While employee surveys may not be new, the process of building structured programs to gather insight from employees at multiple stages in the employee experience remains the exception rather than the norm. If your employee engagement program has taken a more agile approach than the traditional annual survey, tell us about how you are listening to employees, acting on their feedback, and making the business a better place to work. 

B2B

Understanding the Customer Experience in B2B organizations is critical given the high-value nature of accounts. In this category, we welcome submissions from B2B companies that are enabling their Account Management teams to gain a clearer view of all their accounts, so they can understand the health of their portfolios, and where risk lies. 

Voice of the Customer

This category recognizes the companies that have developed a strategic approach to listening to customers and are using that voice to drive effective change. Programs that capture the Voice of the Customer at key moments of the customer lifecycle will catch the judges’ eyes, but what they are really looking for is programs that have delivered true value into their organization.

Each category will have multiple winners, with the most outstanding submissions awarded the prestigious “Judges’ Choice” award. Companies identified as Judges’ Choice contenders have the opportunity to deliver a 30 minute, online presentation to a judging panel followed by a short Q&A session.  

We will share more information about the process when Judges’ Choice finalists are notified. 

2021 ACE Award Winners 

The stars of this year’s Awards! 

Criteria and Eligibility  

Are you qualified to enter the ACE Awards? 

To be eligible to enter the Forsta ACE Awards, your company must: 

  • Be a current Forsta customer 
  • Have been running a Customer Experience (or equivalent) program using Forsta solutions, or at least in part on our solutions. 
  • Complete the application form. This must include details of the program’s scope, action taken based on feedback, and entrants must demonstrate tangible business results. 

Customers may enter multiple categories. 

Please note, we also encourage Market Research agencies to work with their clients to create nominations for outsourced programs run on Forsta solutions. 

Winning companies must agree to participate in Forsta marketing activities which may include, but are not limited to, a press release on the awards winners in which winners will be quoted; written customer case studies; video case studies; and conversations with select journalists and industry analysts.  

Winners will have the opportunity to review and approve all joint marketing deliverables. 

If you have any questions, please read the FAQ below or contact the ACE Awards team on ACEAwards@forsta.com

2021 ACE Awards Book 

The 2021 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes. These include: increased revenue, reduced costs, and company-wide culture change.  

Amadeus, Catalent Pharma Solutions, Cromwell, Empire Today, Erie Insurance and MoneyGram are just a few of this year’s winners who demonstrated impressively how they uncovered insights that fuelled positive change for their businesses. 

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